Complaints Policy
for pooksipets.com
At pooksipets.com, we are committed to providing a positive and safe environment for our users. We take all complaints seriously and aim to resolve them promptly and fairly. This policy outlines the process for submitting and handling complaints.
Our policy is to review and resolve all reported content complaints within seven (7) business days. In the event there is evidence of illegal content, it will be removed immediately and the Acquirer(s) will be notified of the event.
1. Submitting a Complaint
If you have a complaint about any aspect of our website or the behavior of other users, you can submit it through the following methods:
Online Form: Use the
'Submit a Complaint' form available on our website.
Email: Send your complaint to
Support@pooksipets.comwith the subject line "Complaint Submission."
2. Information Required
When submitting a complaint, please provide the following information:
Your full name and contact details.
A detailed description of the issue, including dates, times, and any relevant supporting documentation.
The username of any other user involved, if applicable.
Any steps you have already taken to resolve the issue.
3. Acknowledgment of Complaints
We will acknowledge receipt of your complaint within 24 hours. Our acknowledgment will include:
Confirmation that we have received your complaint.
A unique reference number for your complaint.
An estimated timeframe for our response.
4. Complaint Handling Process
Upon receiving a complaint, our team will:
- Review: Conduct an initial review of the complaint to determine its validity and severity.
- Investigation: Investigate the complaint thoroughly, which may involve gathering additional information from the complainant and other parties involved.
- Resolution: Determine the appropriate action to resolve the complaint. This may include mediation, account suspension, or other measures as deemed necessary.
- Communication: Notify the complainant of the outcome and any actions taken. We aim to resolve complaints within 7 business days of acknowledgment.
All complaints will be handled with the utmost confidentiality. We will only share information with those directly involved in the investigation and resolution of the complaint. Your privacy is important to us, and we will take all necessary steps to protect your personal information.
6. Policy Updates
pooksi.com reserves the right to update this complaints policy at any time. Users will be notified of any significant changes via email and through announcements on our website.
Contact Us
For any questions or concerns regarding this policy, please contact our support team at
Support@pooksipets.com.
